How Uber Uses Machine Learning To Improve Its Customer Service - The Click Reader

Millions of tickets arrive at Uber's customer service department every week from its riders, drivers, eaters, etc. It is important for Uber to handle these tickets in a quick and efficient manner to retain its customers and fuel the companies growth. For this purpose, Uber has designed COTA or'Customer Obsession Ticket Assistant'. COTA is a Machine Learning and NLP powered tool that enables quick and efficient issue resolution of more than 90 per cent of Uber's inbound support tickets. For detailed information about different processes in the pipeline, please refer to this article by Uber. Uber is known to organize its processes using Machine Learning to achieve high speed and accuracy.